Responses to Questions Submitted for LERN RFP Call Center Staffing 305PUR-DHHRFP-LERN-STAFFING
1 - Page 7 Section (A) paragraph 1 bullet ii
Manage the LERN Call Center Technical Infrastructure System, communications infrastructure, including standard managing of call reporting tool as directed by LERN. Although LERN will provide the facility, equipment, landlines and other infrastructure components, the Contractor will manage and maintain these assets on a daily basis and work with LERN to develop procedures for testing, maintenance, troubleshooting and reporting Questions: What responsibilities would be ours and what responsibilities would be the equipment vendors? Answer: The equipment vendors are responsible for all warrantied maintenance as well as technical support of all LERN Call Center equipment provided in the turnkey installation. Other equipment provided by LERN will be maintained by LERN and/or DHH staff. Vendors to this RFP will be expected to operate LERN Call Center equipment as trained by equipment vendors and instructed by LERN staff.
2- Page 13 Section 2 under performance indicators
“Present an Emergency Staffing Plan that outlines procedures for acquiring and maintaining supervisory staff in the event of an emergency and/or natural/man-made disaster in April of each year” Question: Do you want a supervisor 24/7 through a disaster? Answer: Yes, to a maximum of 1.
3 - Page 14 under performance indicators
The Contractor will provide a certificate of insurance documenting the equipment replacement coverage. Question: We do not keep insurance on our IT equipment. We self insure it. Does this mean we would have to carry insurance on this specific set of equipment? Answer: Please refer to page 16 of the RFP: Commercial Liability Insurance which addresses liability insurance coverage for contractors.
4 - Page 14 bullet ii
Although LERN will provide the facility, equipment, landlines, and other infrastructure components, the Contractor is expected to manage these assets on a daily basis. Question: Could you define “Manage”? Answer: Vendors to this RFP will be expected to operate LERN Call Center equipment as trained by equipment vendors and instructed by LERN staff.
Question: Would the telco and data circuits be transferred to us or are we expected to manage just the "physical wiring" Answer: The telco and data circuits belong soley to LERN and LERN has both telco and data support of those circuits as well as the wiring in each call center. The proposer has no responsibility for the telco and data circuits or the physical wiring.
5 - Page 14 bullet iii
Note that LERN will not provide copies and/or licenses for Microsoft Office productivity software. This is the responsibility of the Contractor. Question: Is this on all state purchased equipment or is this just on the equipment the contract would provide the supplement? Answer: LERN will provide appropriate licensed software for all equipment required for Call Center Operations and owned by the State of Louisiana.
6 - Page 14 bullet iv
The Contractor shall ensure that the incoming call uptime rate is 99.99% per year. This means that all communications modes must not fail for greater than 52.5 minutes per year. Question: How can the contractor be liable for this as the equipment used has not been tested and passed our IT requirements for uptime guarantee? Also, please define communications modes. Answer: The turnkey installation vendor is responsible for the equipment uptime rate. It should be clarified that the uptime related to this RFP refers to the physical ability for vendor provided staff to be available to answer calls as well as providing timely recognition and reporting of equipment failures to allow equipment vendor to correct equipment malfunction or failure. Answer: The modes of communications are as follows: Telephone both land line and cellular 700/800 MHZ Radio communications
Email/instant messaging and other standard forms of electronic communication Data entry into LERN provided data systems.
Question: How much of this responsibility belongs to the equipment vendor and how much to the contractor? Answer: The equipment uptime rate is the responsibility of the equipment vendor. Vendors to this RFP must ensure that staff provides timely recognition and reporting of equipment failures to allow equipment vendor to correct equipment malfunction or failure.
7 - Page 15 Section 2
Any other computing equipment furnished by the Contractor to supplement the LERNProvided equipment must conform to the minimum standards Question: What reason would additional equipment need to be provided by the Contractor? Answer: None anticipated at this time.
8 - Page 16 – Licensed and Non-Licensed Motor Vehicles
We will not have any vehicles, therefore, what does this actually pertain to? Answer: If at any time, the contractor decides to utilize vehicles in fulfillment of the contract, the contractor must comply with the insurance requirements as outlined on page 16 of the RFP.
9 - Page 20 section b –
This section should contain work statements setting out the Proposer’s management philosophy including, but not limited to, the role of Quality Control/Performance Improvement, Professional Practices, Supervision, Distribution of Work and Communications Systems. Question: On page 14 it says “that the Contractor shall adhere to the Quality Assurance plan as established by the LERN Staff”. Can we get clarification on what exactly is wanted by the proposer? Answer: Proposer is expected to share its philosophy related to Quality Control/Performance Improvement, Professional Practices, Supervision, Distribution of Work and Communications Systems of its employees supplied to LERN. LERN will manage quality measures and performance improvement of Call Center Operations.
10 - Page 21 number 10 –
Document procedures to protect the confidentiality of records in LERN/LERN databases, including records in databases that may be transmitted electronically via email or internet. Question: Do you have any current published documentation of existing security measures? Answer: LERN complies with all document and electronic policies consistent with the Louisiana Office of Information Technology. Those policies can be found at http://oit.louisiana.gov/metadot/index.pl?id=2190;isa=Category;op=show. Call Center Contractors will be required to sign confidentiality statements.
11 - Page 22 1st Paragraph –
Proposer should also include a statement of its ability to commit full time key personnel for the full term of the contract. We read this as other leadership not including the supervisor. Question: Does this include IT? Answer: No.
12 - Page 24 section k Location of active office with full time personnel
Question: Are you asking for the amount of operations within the entire company or do you want a specific area that will be responsible for the contract?
Answer: Proposer shall identify the active office with full time personnel that will be responsible for the contract.
13 - Question: I was notified of a current RFP that you have out for Call Center
support. If I have read it correctly, you are looking for in-state providers. Is that correct? Would you consider outsourcing to another State? Answer: All qualified proposers are invited to bid regardless of location. However, page 7 of the RFP indicates that the successful proposer will provide “qualified emergency call center staffing and supervision for the two current LERN Call Centers...”. On page 4, these two Call Centers are identified to be located in Shreveport, Louisiana and Baton Rouge, Louisiana.